Frequently asked questions
Can you special order a shoe if you don’t have my size in-stock?
Yes! If the shoe is the latest model, we can special order your size at no extra cost. Special orders may take a little longer to arrive since shipping times vary by vendor, but we’ll keep you updated along the way.
What’s the difference between custom orthotics and over-the-counter insoles?
Custom orthotics are designed just for you, using a mold and scan of your feet to provide a personalized fit and targeted support. Over-the-counter insoles, on the other hand, are prefabricated and more affordable. While they don’t offer the same level of customization, they can still be modified to better suit your needs.
How long does your custom orthotic process take from start to finish?
Custom orthotics usually take about 2–3 weeks to complete, depending on the complexity of your order and the lab’s turnaround time.
How much do custom orthotics cost?
Our custom orthotics start at $400 + tax for your first pair. This includes our standard custom orthotics. If additional modifications are needed—such as toe fillers, metatarsal pads, offloads, etc.—the cost increases.
If you’ve had custom orthotics made with us in the past and you still have your mold, we can create a second pair for $300 + tax.
Do you offer free shipping?
Yes! We offer free shipping on all online orders over $100. If your order total is below $100, a standard shipping fee will apply.
What is your return policy?
We want you to feel confident in your purchase, which is why we offer a 30-day walk trial for both in-store and online purchases. This gives you time to make sure your shoes are the right fit for your body over the next 8–12 months of use.
- Refunds: We offer a full refund if the shoes are returned in the same condition as when purchased. If the shoes are worn and require cleaning, a 20% restocking fee will be deducted from your refund.
- Defects: If your shoes become defective within the first 6 months of wear, we will provide in-store credit equal to the full purchase price.
Online Orders:
- We cover the cost of return shipping if the shoes don’t fit, cause discomfort, the wrong item was sent, or you’re not satisfied with your purchase.
- Customers are responsible for return shipping if the wrong color was ordered or multiple items were purchased by mistake.